Program Manager, HelpDesk Operations, Google Cloud

仕事内容

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Bangalore, Karnataka, India; Gurugram, Haryana, India; Hyderabad, Telangana, India; Mumbai, Maharashtra, India; Pune, Maharashtra, India.Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 6 years of experience in program or project management.
  
  

Preferred qualifications:

• Experience with project or program management in a hypergrowth environment.
• Experience managing vendor relationships.
• Experience in Salesforce or other CRM/ERP systems.
• Experience in process re-engineering.
  
  

About The Job

A problem isn’t truly solved until it’s solved for all. That’s why Googlers build products that help create opportunities for everyone, whether down the street or across the globe. As a Program Manager at Google, you’ll lead complex, multi-disciplinary projects from start to finish — working with stakeholders to plan requirements, manage project schedules, identify risks, and communicate clearly with cross-functional partners across the company. Your projects will often span offices, time zones, and hemispheres. It’s your job to coordinate the players and keep them up to date on progress and deadlines.

Our goal is to build a Google that looks like the world around us — and we want Googlers to stay and grow when they join us. As part of our efforts to build a Google for everyone, we build diversity, equity, and inclusion into our work and we aim to cultivate a sense of belonging throughout the company.

The Google Cloud Scaled Services team in Go-to-Market (GTM) Strategy and Operations is responsible for the Cloud seller experience across Seller and Compensation HelpDesk Operations, supporting business inquiries related to data quality, account, billing, planning, quota, and attainment issues. You will help the Cloud GTM organization prepare for growth through enterprise-grade systems, operational excellence, and field experiences to enable sellers to maximize their time spent with customers. You will work cross-functionally with teams including Order Management, Regional Sales Operations, Comp Admin, and Engineering to design, launch, standardize, and optimize operational processes of vendor teams and ensure high-level performance.

Google Cloud accelerates organizations’ ability to digitally transform their business with the best infrastructure, platform, industry solutions and expertise. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology – all on the cleanest cloud in the industry. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.

Responsibilities

• Serve as the point of contact for high-priority escalations from intake to execution and closure.
• Improve processes and performance by analyzing, identifying, articulating, and quantifying the impact of required changes to deliver improvement opportunities.
• Deliver operational performance across all escalation paths and team members, ensure that all escalations are triaged, tracked, investigated, and resolved appropriately.
• Partner with Compliance, Finance, Payroll, and Regional Strategy and Operations to optimize timelines of case resolution and demonstrate a record in process optimization.
• Influence and communicate to build relationships with cross-functional partners.
  

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form .